54 on Bath in Rosebank awarded by TripAdvisor

TripAdvisor is a user-generated travel review website, where visitors worldwide are freely allowed to post and rank their experiences at hospitality-related establishments.

54 on Bath’s general manager Deborah Pillay noted that being ranked among the best hotels in the country, and the overall top hotel in the province, was an incredible achievement.

She explained that it was a dedication to costumer satisfaction that resulted in the hotel’s high ranking.

“It is ultimately down to the staff. Services to guests and guest satisfaction makes a fundamental difference,” she said.

“Technically we are only three years old. [The establishment] was formerly the Grace Hotel. It was bought and refurbished by Tsogo Sun and re-opened in 2011.”

Out of the 222 reviews of the hotel posted on the TripAdvisor site, a 183 gave a ‘five point excellent’ rating.

Most visitors who have posted their reviews online were either couples on holiday or professionals who travelled on business.

Pillay noted that the hotel caters especially well to guests of these two categories. “There are different service elements for different types of guests. We are good with celebrations [for couples] such as anniversaries and birthdays. We also know that our corporate guests want a different type of service,” she said.

“The beauty of TripAdvisor is that it is unedited and unsolicited. We can’t control the content, these are honest reviews,” said Pillay.

In the digital age where online consumer reviews have the potential to either make or break a business’s reputation, Pillay advised that establishments should mediate each review as it comes, noting that it was important to acknowledge and respond online to both favorable and unfavorable reviews.

Details: TripAdvisor review page for 54 on Bath.